Team Leader Customer Support (m/f/d)

hybrid in Lisbon (3 home office days per week)

Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe there is no need for a trade-off between growth and privacy compliance. Our vision is to unlock the potential of data privacy to empower a thriving digital ecosystem. We work with companies to create a healthy balance between data-driven business and privacy-led marketing for every size of enterprise. Our customers build trust with their users through improved transparency and control to drastically improve marketing and monetization, while achieving full privacy compliance.

We are looking for an experienced and dynamic Team Leader Customer Support to join our team. In this role, you will be responsible for managing a distributed and multinational team of customer support specialists, ensuring the efficient and high-quality delivery of customer service.This role involves overseeing daily operations, distributing workload, providing guidance to the team, and ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met, while delivering concise and comprehensive reports to senior leadership.

The Team Leader will also handle customer escalations, identify knowledge gaps within the team and facilitate training accordingly, contribute to both internal and customer-facing knowledge bases, and drive continuous improvement of the customer support process. Additionally, they will actively participate in headcount and budget planning, hire new team members, and mentor, coach, manage performance, and support career development for existing team members.

• Conduct regular one-on-one meetings, performance reviews, and team meetings.
• Create a positive and productive work environment to promote high morale and teamwork.
• Ensure adequate staffing levels, including managing schedules, time off, and coverage.
• Monitor daily operations and ensure the team is meeting SLAs and KPIs, and distribute workload.
• Assist team members with complex inquiries or escalations.
• Ensure all customer interactions are handled professionally and in line with company policies.
• Monitor customer interactions to ensure quality service.
• Identify areas for improvement in processes, workflows, and team performance.
• Collaborate with other departments (sales, product, etc.) and drive initiatives to improve the overall customer experience.
• Develop ongoing training programs and materials to ensure the team is up to date on product knowledge, processes, and customer service techniques.
• Keep the team informed about new products, services, or policy changes.
• Track key metrics such as response times, resolution rates, customer satisfaction scores, and first-contact resolution.
• Analyze trends in customer feedback and provide insights to upper management.
• Create and deliver performance reports for the team and individuals.

• 2 + years of experience leading customer-facing support or service teams, including hiring, onboarding, mentoring, coaching, performance management, and career mapping
• 5 + years of overall experience in customer support or service roles within the technology space, preferably PaaS/SaaS.
• Strong customer advocacy and a passion for perfecting the customer experience and delivering excellent service across all touchpoints.
• Foundational knowledge of IT fundamentals, with experience in web technologies being a plus.
• Ability to address difficult or escalated issues, restore relationships with dissatisfied customers, and turn detractors into promoters.
• Advanced proficiency in English (C1) is required; native or bilingual proficiency is preferred, along with excellent verbal and written communication skills.
• Proficiency with customer support tools such as CRM software, ticketing systems, and service desk platforms, with experience in AI automation (chat and voice bots) being a plus.
• Proven track record of managing team performance based on customer support KPIs, including CSAT, NPS, First Contact Resolution, Customer Effort Score, Full Resolution Time, and others.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

• Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded who build our success story together
• Company culture is important to us - we strive to continuously develop a positive, vibrantand inspiring environment that enables everyone to thrive both personally and professionally
• Get involved! We have plenty of initiatives and love to see people from all department enthusiastically participating and shaping our future together in different cross-department projects
• Your work-life balance is important to us too - we offer flexible working hours, hybrid working and the possibility of workcations (in accordance with our company policy)
• We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Odense, Lisbon and Prague or online
• You are the most valuable asset to our company which is why we’re happy to offer awesome benefits like our personal development budget, job-related language courses and a lot more (depending on your location) to focus on your well being